Rohit Chanda

About Rohit Chanda

I am a Support Manager and people leader with 7+ years of experience managing customer support and service operations across SaaS, EdTech, and enterprise environments.I have led frontline teams, Team Leaders, and customer success executives across voice and email channels, with strong ownership of KPIs such as CSAT, SLA, AHT, FCR, and quality. My focus has always been on building high-performing teams, improving customer experience, and driving operational consistency.Currently at TeamViewer, I handle complex customer escalations, support product initiatives as a Product Ambassador, and work closely with cross-functional teams to improve resolution quality and customer satisfaction.In previous roles, I have managed large support teams, designed SOPs, implemented quality frameworks, and partnered with senior leadership to convert customer feedback into process and product improvements.I am actively exploring Support Manager / Customer Operations Manager opportunities where I can contribute through people leadership, escalation management, and process excellence.

Experience

1. Customer Support Professional

   TeamViewer

   Apr 2023 — Present · Mumbai, IN

   Handle complex customer escalations across voice, email, and chat, ensuring timely resolution and customer satisfaction• Maintain CSAT above 95% and Quality scores above 97% through strong case ownership and collaboration• Support technical onboarding and product adoption for new and existing customers• Act as Product Ambassador, working closely with product and engineering teams on feature testing and quality checks• Share recurring customer issues and insights to improve resolution quality and overall customer experience

Education

• Mumbai University Mumbai

  HSC

  2012 — 2015

• Mumbai University Mumbai

  Bachelor of Commerce - BCom